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Business Analyst - Customer Operations

Company: SPECTRUM
Location: Stamford
Posted on: October 16, 2020

Job Description:

Job Description Spectrum Community Solutions offers industry-leading bulk residential services to tenants within Traditional Apartments, Off-Campus Student Housing, Senior Living, RV Parks, and Marinas. Community Solutions is a strategic growth engine for Spectrum that delivers customer relationships and increases penetration. The Business Analyst serves as a liaison between the business community and the IT organization and/or vendors in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) supported as well as an understanding of the IT organization's systems and capabilities. Provides complex analysis services, translating user needs into detailed requirements, flows and customer journeys to allow the Information Technology Department to deliver an appropriate solution. Works independently with minimal supervision. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. Analyze business partner's operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions. Assist in business process redesign and create documentation for new customer experiences. Write business and functional requirements for the IT organization and/or vendors. Manage changes to such specifications. Negotiate agreements and commitments by facilitating communication between business unit(s) and IT and/or vendors from initial requirements to final implementation. Work with business partners within one business function to align technology solutions within business strategies. Assist Project Managers in development of project plans and track project progress weekly, holding teams accountable to deliver updates as specified in requirements. Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems. Analyze business processes, functions, and procedures to depict and explain to stakeholders the best customer and agent experience to meet the needs of the organization. Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management in an iterative format. Collaborate with management in systems development and design. Develop test plans and coordinate software testing. Perform other duties as assigned. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Working knowledge of cable television operations, processes and billing systems Excellent interpersonal skills and ability to present performance feedback effectively Excellent presentation skills with small- to medium-sized groups Strong analytical ability Ability to work independently Education Bachelor's degree in business administration, computer science or related field Related Work Experience Number of Years Procedural documentation and project implementation experience 2-5 years PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to depict and articulate customer experience to leadership WORKING CONDITIONS Normal office conditions

Keywords: SPECTRUM, Stamford , Business Analyst - Customer Operations, Other , Stamford, Connecticut

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